Yerrr never have I ever encountered such

I had a break in yesterday I called at 9am yesterday. Spoke to a consultant yesterday. She assured me that an assessor would attend to me. 24hr later and nothing has happened. I have called 3 times already I'm no further from where i started . I asked for a manager and i wasnt assisted with one. I'm paying a premium . No assistance whatsoever. No sla . No responsibility.